Customer Relationship Management Manager
4 weeks ago
Strategic
Coordinate with otherfunctions on critical customer queries
Ensure a consistent level of servicequality
Make waivers up to a definedallowable limit (e.g.waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience
Operational
Coordinate with the salesteam to ensurethat all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care
Responsible for leading the Post Sales CRM Operations, payments and collections.
Ensure the welcomecall to thecustomer is madefor onboarding of customer postsales
Ensure complete andcomprehensive documentation of all customer related records
Ensure data entryand detailed filingof all customer documents received
To identify the discrepancies and keep them into the notification of the Management at the right time.
To prepare various reports on daily, weekly, quarterly and monthly basis.
Excellent communication and interpersonal skills.
Ensure TAT forCustomer documentation suchas Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule
Coordinate with Legal/Finance/ Project Management teams on customer documentation related issues
Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team
Ensure timely andaccurate responses to customer service requests (Complaint/ request/ query)
Ensure timely collection from customers as per paymentschedule
Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimize the same
Drive additional salesfrom existing customers through repeat booking/upgrade/referrals
Ensure compliance to Customer Careprocesses and Legaland statutory guidelines
Implement ‘customer delight’ initiatives – e.g.welcome kits fornew customers
Provide inputs to management basedon MIS dataand customer requirement & feedback
Responsible for activities such as projectupdates, payment reminders, arranging for sitevisits
Internal & External Interactions
Internal: Regional HeadMarketing & Sales,Project Management Group,Regional Head- Finance, Regional Legal, Estate, Sales Team
External: Customers and outsourced partners
Education & Experience Requirement:
Graduate in any stream
12 years of experience in Customer Relationship Management
Prior experience in Real Estate/ customer serviceindustries is desirable
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